Head of Global Training Job at Yokoy (Barcelona)

Head of Global Training

Yokoy

Location:
Spain , Barcelona

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

Save Job

Apply Position

Job Description:

We are looking for a Head of Training to bridge the gap between our HQ culture and our global BPO network. You will be the architect of how Perk sounds, acts, and solves problems in 8 countries simultaneously. You are the person who ensures that a complex travel itinerary fixed by an agent in Manila feels just as seamless as one fixed in Barcelona or Birmingham.

Job Responsibility:

Training Strategy: manage the entire lifecycle of BPO agent readiness
Standardization at Scale: create and own the 'Perk Playbook'
GDS & Tech Mastery: oversee technical training on global distribution systems (GDS) and Perk’s proprietary platforms
Data-Driven Learning: measure training success via CSAT, First Contact Resolution (FCR), Handle time and error rates
Rapid Deployment: lead rapid-response training updates for new features, processes, or guidance

Requirements:

Proven experience managing training functions specifically for outsourced vendor networks
Experience with GDS (Amadeus, Sabre, Travelport) or complex logistics/booking platforms is highly preferred
Experience managing teams across APAC, EMEA, and the Americas
Comfortable building the plane while flying it
3-5 years of experience leading training across large-scale Customer Care teams
Demonstrated ability to build and develop high-performing, customer-centric teams
Excellent communication skills (verbal and written) in English

What we offer:

Competitive compensation and equity ownership
Generous allocation of vacation days plus public holidays
Choice of private healthcare or a gym allowance
Life Insurance
Unforgettable Perk events including annual summer party
Access to 12x therapy and 12x coaching sessions via Spring Health
Flexible compensation plan
17 weeks’ paid parental leave during child’s first year
16 paid hours per year for volunteering
Up to 20 'Work from Anywhere' days per year
English, Spanish and Catalan lessons
Four-week, fully paid sabbatical after 5 years
Relocation support

Additional Information:

Job Posted:
January 03, 2026

Employment Type:

Fulltime

Work Type:

On-site work

Yokoy - All Job Offers

Job Link Share:

Looking for more opportunities? Search for other job offers that match your skills and interests.

Chief Country Compliance Officer Sr Mgr

Oversees the Citi Compliance Risk Management Program for a medium to smaller fra...

Location

Bahamas , Nassau

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

Credibility as a subject matter expert and experience of dealing with issues that have a high impact at all levels of the organization
Experience of working with key country level regulators and industry associations
Knowledge of local regulatory requirements and obligations and the ability to identify emerging compliance issues and themes
An ability to influence senior business leaders on all compliance risk-related matters affecting the business. The individual should have the ability to independently challenge, when needed, while at the same time being supportive and solution-based and not being perceived as obstructive
An ability to be “hands on” and “in the trenches” with the direct team, while also bringing a sense of strategic vision and a global sensibility to the function
Ability to navigate and negotiate through conflicting demands to maintain focus on priority objectives while ensuring key stakeholders’ needs are met
Strong team leadership, communication, interpersonal and management skills, with a track record of leading through change and the ability to effectively communicate the strategic vision to various stakeholder groups
Effective negotiation skills, a proactive and “no surprises” approach in communicating issues and strength in sustaining independent views. Strong presentation and relationship management and influencing skills are essential
The ability to thrive and execute in a complex, highly matrixed, global environment
Bachelor’s Degree highly preferred or relevant, equivalent experience. Preference for post graduate degree and/or recognized professional qualifications where applicable. Professional qualifications may include: CRMC or equivalent, CPA, ACA, CIA, CFA, ACAMS, etc. strong technical knowledge of compliance regulations and requirements, experience within a highly complex, global financial institution, regulator or related industry participant.

Job Responsibility

Annual Country Compliance Plan: Preparing, obtaining approval and successfully completing an annual compliance risk management plan, in accordance with the global template and content and presentation requirements, setting out how compliance risk will be managed within the jurisdiction and its constituent parts, and the role to be played by ICRM in order to achieve the plan. Identification of the jurisdictional requirements, accountabilities and the process ownership and monitoring and testing ownership, as well as the determination of suitable staffing, hours required and secured budget in order to achieve the state of compliance within risk appetite will be set out in the plan, which will be reviewed quarterly with the jurisdictional CCC and ICRM, as well as any applicable legal entity, as well as where required by applicable regulatory agencies. The annual country compliance plan must take into consideration the applicable compliance risk assessments and MCAs appropriate to the jurisdiction and its activities.
State of Compliance Reporting: Preparing quarterly, in accordance with the approved global format, and in adherence to all established requirements for the State of Compliance reporting. The State of Compliance report will be presented to the appropriate CCC, BRCC and legal entity Board or Board Audit Committee, or other such Board committee required within the jurisdiction.
Enhancing Governance: Providing a valued interactive program of support and compliance risk management services covering the assessment and reporting of Key Compliance Risks across products, services, functions, legal entities, service centers and the jurisdiction as a whole. Providing stakeholders with insight and practical solutions as well as credible challenge to improve the ethical control culture, and conduct risk environment. Timely reporting of significant local regulatory issues to local, overseas, regional, and global stakeholders. Same-day escalation of regulatory reports received. Maintaining on-going assessment and reporting of the State of Compliance through the relevant corporate governance committees such as country audit committee(s) and/or subsidiary board(s), country coordinating committee and business risk management committee, and other management body(ies). Key Activities Compliance Risk Culture:
Stakeholder Support and Relationships: Developing senior management relationships, including with legal entity management focus, inclusive of non-executive directors (where they exist in the jurisdiction), and the CCO as well as product functional and entity/service center line management. Informing senior management and directors of subsidiary boards, and the country/business management of significant compliance matters that require their attention or action. Proactively anticipate and help the business and functions plan for changes in the compliance and regulatory environment in the country. Provide support to compliance programs and country/business management on policy interpretation and “gray area” exposures. Build and maintain strong relationships with other functional leads, including Legal, Risk Management, including Operational Risk Management, and Internal Audit to create a supportive and seamless compliance and ethical control culture and an appropriate conduct risk environment. Key Activities Processes and Activities:
Regulatory Management and Coordination: Supporting the Citi Country Officer (CCO) in the management and development of regulatory relationships. Coordinating as the key interface with regulators on compliance risk management issues and supervisory exam management matters. Providing same day notification of regulator correspondence to Citi Compliance Officer, Regulatory Liaison and Exam Management CCO and ICRM COO. Providing leadership, coordination and regular interaction with the [insert country] authorities on behalf of ICRM and the Citi franchise. Record regulator correspondence and minutes of regulator meetings on Citi system in line with the Global Regulatory Exam Management Governance and Process Standards. Ensuring prompt recording of, responses to, and escalation of regulatory queries, notices of violations and breaches, any forbearance, and concerns identified. Deliver to regulators and supervisors a valued interactive program of support and assurance in accordance with requirements and appropriate expectations on compliance issues, trends, themes, root cases and impacts relating to governance, regulatory risk management and internal control issues. The overall objective is to earn the regulator’s trust and to establish a strong, independent and professional regulatory relationship across the franchise.
Regulatory Inventory: Ensuring prompt identification, logging in, evaluation and formulation of a plan to address requirements arising from new and amended laws, regulations, rules and other requirements and expectations from regulatory and enforcement authorities.
Regulatory Change Management and Controls: Ensuring that the regulatory change management requirements and processes, along with the regulatory control framework for existing requirements, are effectively operating within the country with respect to the identification, impact assessment and implementation of all applicable laws, regulations, rules and related processes, controls and reporting that impact Citi activities in the jurisdiction.
Anti-Money Laundering Compliance Risk Management (ACRM): Providing strategic direction, oversight, coordination and cooperation in respect of the country’s Anti-Money Laundering compliance risk management program. Partner closely and with the Head of ACRM to ensure a strong linkage between ICRM and ACRM.
Independent Compliance Risk Management (Program and Product/Service/Function focused*): Providing direction and oversight in supporting the ICRM teams in the country related to local requirements and the applicable extraterritorial laws, regulations, relevant Citi policies, standards, and global procedures. Deliver consistent application of program procedures and be accountable to program owners consistent with the ICRM methodology and CRM Framework. *Programs include but are not limited to: Sanctions
Anti Bribery

Fulltime

Head of Global Training

Yokoy

Location:
Spain , Barcelona

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
January 03, 2026

Looking for more opportunities? Search for other job offers that match your skills and interests.

Similar Jobs for Head of Global Training

Head of Global Supply Chain

Learning and Development Manager

HSSE Manager

Chief Country Compliance Officer Sr Mgr

Senior Treasury Manager

Head of Department, Handbags & Fashion

Compliance Associate Manager

Area Manager, Global Safety and Security, North India, Bhutan, and Nepal

Head of Global Training

Yokoy

Location:Spain , Barcelona

Category:Customer Service

Contract Type:Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:January 03, 2026

Looking for more opportunities? Search for other job offers that match your skills and interests.

Similar Jobs for Head of Global Training

Head of Global Supply Chain

Learning and Development Manager

HSSE Manager

Chief Country Compliance Officer Sr Mgr

Senior Treasury Manager

Head of Department, Handbags & Fashion

Compliance Associate Manager

Area Manager, Global Safety and Security, North India, Bhutan, and Nepal

Location:
Spain , Barcelona

Category:
Customer Service

Contract Type:
Not provided

Job Posted:
January 03, 2026